Technical Support
Job Location:
Heredia - Costa Rica
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Key Responsibilities:
Successfully resolve technical issues (hardware and software) from incoming customers calls.
Respond to service product technical and customer- relations questions on subjects such as features specifications and repairs on current and discontinued products parts and options.
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
Evaluate unique or complex installations or configurations and make recommendations for resolution.
Articulate clearly in writing and verbally.
Engage team members for support as required to ensure internal or external business and end users/clients SLA demands are met.
Analyze data (root cause analysis). Propose Improvement Plans and follow up on Actions.
Comply with all the Quality Audits parameters.
Follow the process instructions for each company and region.
Comply with all Key Performance Indicators (KPIs).
Utilize your technical expertise to document troubleshoot resolve or diagnose product issues from incoming internal or external customers via telephone and e-support.
Requirements & Qualifications:
Customer Oriented
Ability to negotiate and persuade customers of the best action plans
Excellent English: verbal and written communication skills. (90% or higher)
Technical troubleshooting skills
Customer Service and people skills
Full Schedule Flexibility.
Analytical and problem-solving skills
Experience on logical troubleshooting
Advanced proficiency with case management.
At least 1 year of experience troubleshooting in a technical environment.
Additional Information :
Hybrid Position
650000 Colones per Month Gross Salary
Remote Work :
No
Employment Type :
Full-time
About Company
Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide h ... View more
